report on a service delivery inspection of polokwane … report... · saps south african police...
TRANSCRIPT
REPORT ON A SERVICE DELIVERY INSPECTION OF
POLOKWANE SAPS SERVICE GARAGE REGARDING
ITS OPERATIONS IN SERVICING, MAINTAINING AND
PANEL BEATING SAPS VEHICLES
TABLE OF CONTENTS
LIST OF ACRONYMS
1. INTRODUCTION 1
2. AIM AND OBJECTIVES OF THE INSPECTION 2
3. SCOPE AND METHODOLOGY 3
3.1 Scope 3
3.2 Methodology 3
4. LIMITATIONS 3
5. KEY FINDINGS 4
5.1 Announced inspections 4
5.1.1 Introduction 4
5.1.2 Services rendered at the garage 4
5.1.3 Average number of vehicles serviced at the garage 5
5.1.4 Average time taken to process vehicles 5
5.1.5 Communication with clients 6
5.1.6 Procurement 6
5.1.7 Reasons contributing to the delays in processing vehicles 7
5.1.8 Staff establishment 7
5.1.9 Challenges experienced by the garage 9
5.2 Unannounced inspections 9
5.2.1 Introduction 9
5.2.2 Observing facilities 9
5.2.3 Observing access to information 10
5.2.4 Observing staff 10
5.2.5 Talking to staff 10
5.2.6 General observations 11
6. RECOMMENDATIONS 11
7. CONCLUSION
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page ii
LIST OF ACRONYMS
EA Executive Authority
HoD Head of Department
HRM Human Resource Management
PSC Public Service Commission
SAPS South African Police Service
SCM Supply Chain Management
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 1
1. INTRODUCTION
The Public Service Commission (PSC) has noted reports regarding damaged police
vehicles and those requiring service allegedly parked for a long period of time in the
Polokwane SAPS garage in Limpopo Province. A January 2015 media article1
suggests that many of the SAPS vehicles are not being utilized in crime prevention
because they are waiting for maintenance, repairs or panel beating at the same SAPS
garage.
Section 196(4)(c) of the Constitution of the Republic of South Africa, 1996, mandates
the Public Service Commission (PSC) to respectively promote the Constitutional
values set out in Section 195, and to propose measures to ensure effective and
efficient performance within the Public Service. Furthermore, Public Service
Commission Act, 1997, Section 9 provides that “the Commission may inspect
Departments and other organizational components in the Public Service and has
access to such official documents or may obtain such information from Heads of those
Departments or organizational components as may be necessary for the performance
of the functions of the Commission under the Constitution or the Public Service Act”.
In the light of the media reports referred above, and on the basis of the Constitution
and PSC Act provisions that the PSC deemed it necessary to conduct service delivery
inspections at the Polokwane SAPS garage regarding its operations in the servicing,
maintaining and repairing of SAPS vehicles.
2. AIM AND OBJECTIVES OF THE INSPECTIONS
According to the PSC’s protocol on announced and unannounced inspections2, the
broad aim of inspections is to assess the quality of services rendered by departments,
the state of facilities and the conditions at service delivery sites, in order to ensure
adherence to stipulated regulations and other government frameworks.
The specific objectives of the study are:
To collect data on the operations of the Polokwane SAPS garage in servicing,
maintaining and panel beating SAPS vehicles;
To assess the impact of the work of Polokwane SAPS garage on service delivery;
To determine Polokwane SAPS garage’s compliance with the implementation of
the Batho Pele Framework; and
To establish the availability of resources needed to ensure Polokwane SAPS
garage functions effectively.
Objectives of an inspection:
1 Sowetan, 29 January 2015 2 PSC Protocol document on announced and unannounced inspections, 2007
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 2
To afford a personal opportunity to experience the level of service delivery first-
hand and to see what kind of service delivery challenges are facing staff;
To engender a sense of urgency and seriousness among officials regarding service
delivery;
To introduce objective mechanisms to identify both weaknesses and strengths
towards improving service delivery;
To report serious concerns about the quality of service delivery and compliance
with Batho Pele requirements;
To carry out investigations of serious failures as pointed out by inspections; and
To improve service user care relations in order to promote a user-oriented public
service.
Based on the information gathered above, a set of recommendations will be developed
to assist SAPS and in particular Polokwane SAPS garage or depot to operate in an
effective and efficient manner.
3. SCOPE AND METHODOLOGY
3.1 Scope
The project focused on the kind of services rendered, including repairs and panel
beating and several other processes that take place at the depot. Although the
information for this inspection is focused specifically on the Polokwane depot, it may
be relevant to the other SAPS depots or garages in the Limpopo Province or
Nationally.
3.2 Methodology
The methodology for conducting the inspections followed both the announced and
unannounced inspections as prescribed in the PSC’s protocol for conducting
inspections. To initiate the process, letters were sent to the relevant Executive
Authority (EA), Head of Department (HoD) and Provincial SAPS Commissioner
informing them about the intention of the PSC to conduct the inspection in their garage
or depot.
The inspection team was led by the Provincial Public Service Commissioner,
accompanied by two (2) officials from the Provincial office. Information gathering was
guided by the checklist.
On arrival at the site, a meeting was held with the management and mostly site
supervisors or key personnel at the garage. The inspection team then toured the site,
accompanied by relevant personnel of the garage or depot being visited to make a
general observation and to interact with other people at the site.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 3
4. LIMITATIONS OF THE STUDY
The inspection was conducted at only one depot or garage, out of seven (7) depots or
garages, in the Limpopo Province and as such the findings relate to views and
observations made at the Polokwane site.
5. KEY FINDINGS
5.1 Announced inspections
5.1.1 Introduction
For this type of inspection, prior arrangements are made with officials. This is to ensure
that officials are given adequate time to prepare for the inspection and also make the
necessary information available on the date of the inspection. Information gathering
on the announced inspections was guided by the PSC-developed checklist.
The Polokwane SAPS depot is home to the following clusters:
Seshego cluster which covers Mashashane, Matlala, Dendron, Senwabarwana,
Maleboho, All days and Seshego stations; and
Polokwane cluster which covers Polokwane, Mankweng, Sebayeng, Botlokwa and
Morebeng stations.
All the vehicles belonging to the above respective stations in the assigned cluster, are,
therefore serviced and repaired at the Polokwane depot.
5.1.2 Services rendered at the garage
The inspection team was informed that the garage started operating in 1995 and that
services rendered are broken down into two, namely, in-house and outsourcing.
Type of work performed in-house
The inspection team was told that in-house work covers vehicles that were received
by the garage and had reached more than 120 000 KM and that the garage conducted
services and repairs, including mechanical and electrical work. The SAPS manual
prescribes what needs to be done when a vehicle is brought to the garage. SAPS
vehicles, from any part of the country, that break while passing the area were also
attended to by the local garage in that area.
Type of work outsourced
The garage indicated that the following three contracts are in existence:
AutoZone for parts. This is where the garage orders the spares.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 4
Outsourcing (RT46). The contract started in November 2014. This is for all the
cars with service plans up to 120 000 KM. In this instance, the garage liaises with
the bank for authorization, the agent responsible for servicing the car and then the
driver for taking the car for service.
Contract for the drive lines with Rex and Diff. Drive lines include gearbox, diff, CV
joints and prop shaft.
The inspection team was informed that service and repairs for all the cars that are still
under the service plan are outsourced and therefore are done by the agents. All the
BMW cars are bought under a maintenance plan, which, however, does not cover
driver abuse. As for Hyundai, H1 vehicles are bought under a full maintenance plan
up to 150 000 KM, and with regard to Nissan vehicles, only Nissan 4x4 vehicles are
bought under a full maintenance plan. The rest of the vehicles are bought under a
service plan, which covered only the oil and the filters. All functions regarding vehicles
involved in accidents are outsourced.
5.1.3 Average number of vehicles received by the garage
The inspection team was informed that the garage receives close to 30 cars daily,
including both in-house and outsourcing. The table below shows the statistics3 of
vehicles received for the period January 2015 to September 2015.
Month No. received Carried over from previous month
Processed Carried forward this month
January 362 295 67
February 363 1 422 58
March 401 5 375 31
April 323 15 303 35
May 395 22 413 4
June 400 41 352 89
July 453 60 467 46
August 389 120 386 123
September 210 231 176 265
Total 3296 495 3189 718
Table 1: Comparative statistics of vehicles received at the garage
5.1.4 Average time taken to process vehicles
The inspection team was informed that the number of vehicles that are brought in the
garage is equated with the number of vehicles that leave the garage within a particular
3 SAPS monthly statistical reports for the period January to September 2015
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 5
period of time. In terms of the SAPS garage standards4, services and minor repairs is
one day, mechanical medium repairs is three days, mechanical major repairs is five
days, minor bodywork is one day, medium bodywork is five days and major body
repairs is 30 days. The garage indicated that the turnaround time for vehicles involved
in accidents is twenty one days and that these fall under RT46 (which is outsourcing).
The garage indicated that there are no standards set for refurbishment but it can take
more than a month.
Overall, the inspection team was informed that the garage is able to release more than
20 vehicles in a day. The figure below represents a typical process followed at the
garage.
Figure 1: Typical representation of the process at the garage at the time.
5.1.5 Communication with clients
The garage indicated that every station has a fleet manager with whom the garage
communicates with telephonically regarding bookings and progress made on their
vehicles and that these fleet managers visit the garage daily. It was stated that when
a job card is printed, one copy regarding the work to be done, is given to the member
who brought the car (the driver) to ensure it is submitted at the station level. The
challenge is, however, after printing the job card, clients do not get to know how long
it will take to process the vehicle if all the parts are available or during that process of
assessment. There is no formal communication between the garage and the station
commander about the problems or delays at the garage regarding either repairs or
refurbishment of the vehicle, including the number of days to be taken to process the
4 SAPS Maintenance Manual, 2008
Receive vehicle Assessment of the vehicle Issue Job card
Workshop Quotation for parts
Inform the station Testing Service & repair or
refurbishment
Service & repairs or
refurbishment
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 6
vehicle. It was indicated that every form of communication is done with the fleet
manager at the respective stations, with the assumption that the Station Commander
will be informed.
5.1.6 Procurement
The inspection team was informed that the store room personnel are responsible for
procurement. It was also indicated that procurement of spare parts is informed by the
number of vehicles that are brought into the garage without any knowledge of the
number of cars in the area or Province and that the garage does not keep large
quantities of spare parts. The garage indicated that the SAPS National Office allows
the garage to keep bulk spare parts for batteries only, having 12 months warranty, and
for other parts authority will have to be requested to buy them in bulk from time to time
as circumstances arise.
5.1.7 Reasons contributing to the delays in processing the vehicles
The inspection team was informed that with respect to vehicles which are still under
the service plan but are brought to the garage only for bookings, the only challenge
comes when the garage is unable to locate the driver after authorization has been
received from the bank. To avoid this challenge, the inspection team was informed
that the garage has resorted to taking down the contact details of both the driver and
the station commander, which seems to be inconsistent with the initial indication
wherein they indicated that the garage communicates with fleet managers of the
respective police stations only.
It was also indicated that skipping of service is a major contributor. When vehicles are
brought to the station, the technicians sometimes pick up a lot of problems upon
stripping the vehicle, which would result in vehicles staying longer than expected. As
a result, the garage may at times be unable to maintain the service standards due to
other mechanical faults which are picked up when the vehicle is brought for service.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 7
5.1.8 Staff establishment
The inspection team was informed that that there are about 65 staff members working
at the garage currently. The table below represents the approved organizational
structure at the garage.
Salary level
Funded Filled Ideal
Police Act Public Service Act
Police Act Public Service Act
Police Act Public Service Act
1 0 2 0 4 0 3
2 0 1 0 0 0 5
Salary level
Funded Filled Ideal
3 0 3 0 9 3 4
4 0 1 0 0 3 0
5 9 11 18 9 4 3
6 5 2 2 1 9 6
7 2 1 11 0 10 3
8 3 0 7 0 11 0
9 0 0 0 0 0 0
10 1 0 1 0 3 0
Total 20 21 39 23 43 24
Table 2: Approved organizational structure.
The inspection team was informed that there is misalignment with regard to staff
establishment and the number of cars being brought to the garage. It was indicated
that ideally the garage should have two electricians and that the garage has been
operating without an electrician since it started operating in 1995. However, it was
mentioned that one electrician was hired last month, August 2015, and the National
office is working on the appointment of the second electrician to make them two. In all
the fields, there are challenges in terms of human resources and the current personnel
in place are doing extra work than what they were hired to do, thus an indication for
more personnel required. The inspection team was also informed that there is no panel
beater at the garage, only mechanics – meaning no panel beating takes place at the
garage.
5.1.9 Challenges experienced by the garage
5.1.9.1 Impact of gravel road on the lifespan of cars
The garage indicated that the lifespan of most of their cars being used on gravel roads
is five years. It was emphasised that the maintenance costs become more due to
gravel road. For example, vehicles from Senwabarwana, Maleboho, Matlala, and
Mashashane break more often because they mostly use gravel compared to those
using tar roads in Polokwane. Maleboho personnel do not have a court in their vicinity,
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 8
it is only periodical courts, and therefore drives daily to Senwabarwana for court on a
gravel road. This is a challenge to any vehicle’s lifespan.
5.1.9.2 Impact of skipping services on the garage’s operation and turnaround time
The inspection team was informed that challenges affecting the garage’s operations
or turnaround time are mainly at the station level by skipping services when it is due.
When these cars are brought to the garage, instead of normal repairs, they have to be
refurbished as well. Normal repairs do not include body work and to refurbish a vehicle
would usually include mechanical and body work. The garage indicated that such
cases are reported to the National office and Provincial Supply Chain. Usually when
the station brings a vehicle for repairs, it expects to have that vehicle back within that
day, but because of the problems identified upon stripping the vehicle, that is not
always possible. Consequently clients often complain of the time taken in processing
vehicles because it goes beyond what they anticipated.
5.1.9.3 Negative impact of space for working days
The garage indicated that space for repairs is also limited but that they are at the time
trying to secure more space for the garage wherein vehicles would be repaired as well.
Each mechanic needs four (4) working days, but currently each mechanic has two (2)
working bays.
5.1.9.4 Negative impact of having one nationally based Rex and Diff contract
It was stated that Rex and Diff contract is also a challenge (appointed nationally). Rex
Diff is responsible for repairing gearboxes. Everything is done in Pretoria and there is
no franchise or branch nearby. When there are challenges with the repair work done,
it would take some time because you have to send it back to them, indicating that this
was not properly repaired.
5.1.9.5 Problems with the new vehicles models
The inspection team was informed that there are concerns from the mechanics
regarding the new vehicle models, that when for instance you need to change the
headlamp, you need to drop the whole bumper. This is said to be affecting the time
frames. It was mentioned that the National Office is working on the new production
sheet, which would help to alleviate these concerns. Another challenge raised, was
that the canopy for the new vehicle models like Mahindra and Amarok is too heavy for
the loading box, resulting in many cracks.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 9
5.1.9.6 Challenges with the training apprenticeship for level 5
It was indicated that the garage personnel are unable to complete their apprenticeship
because there is only one person responsible for the training levels in Benoni.
5.1.9.7 Challenges with regard to old and insufficient tools in the garage
The garage also indicated that there are complaints or concerns from the personnel
regarding the old and insufficient tools at the garage. However, there was an indication
that a requisition has already been sent through to the National office and purchasing
would be done once financial approval is received.
5.2 Unannounced inspections
5.2.1. Introduction
The unannounced inspections focus on the implementation and compliance of the
SAPS depot or garage with the Batho Pele Framework. Unannounced inspections are
conducted after the announced inspections. Unannounced inspections provide a
picture of the daily operations and practices of a service delivery site.
The inspection was led by the Limpopo PSC Commissioner. Prior notification was not
provided to the garage or depot about the unannounced inspection. This was done to
afford the inspection team an opportunity to observe actual practices at the site. The
unannounced inspection was guided by a checklist which contained the following
issues pertaining to the Batho Pele principles5:
Observing facilities: This includes outside and inside signage, display of services
rendered, display of business hours, condition of building, ramps for the disabled
and cleanliness of facilities;
Observing access to information: This includes availability of a staff member
who guides and directs people on arrival to appropriate service points, display of
service standards, availability of an information desk, display of complaints register
and suggestion box;
Observing staff: This includes wearing of name badges by staff, friendliness of
staff and appearance of staff in terms of professionalism;
Talking to staff: This includes asking staff about arrangements for taking lunch
breaks in order not to disrupt service delivery, approaches used to improve access
to service and best practices on Batho Pele; and
General observations: This includes observing availability of air-conditioning,
access to water and toilet facilities, facilities for the disabled and sufficiency of
parking facilities.
5.2.2. Observing facilities
5 PSC Protocol document on announced and unannounced inspections, 2007
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 10
Signage: It was observed that the depot or garage visited has an outside signage.
However, this needs to be augmented as there is no easily noticeable signage from
the main road intersections around Polokwane. This will ensure optimum accessibility
without the need for calling to ask for directions.
Business hours: The inspection team observed that the garage or depot does not
have its business hours reflected both inside and outside the premises.
Condition of the building: Although the building looks very old, the yard is properly
maintained. There is insufficient space on site which confirms the need for additional
working bays for the technicians.
Ramps for the disabled: The area around is easily accessible by the disabled.
5.2.3. Observing access to information
Information: The inspection team observed that although there is security at the
garage, none enquired about the team’s entrance or exit at the gate. Nonetheless,
the reception area is clearly identifiable from the main gate for assistance. Even
though there was nobody to assist the team at the reception, one of the staff members
assisted the team upon arrival to the appropriate point.
Suggestion/complaint boxes: The inspection team observed that there is no
suggestion or complaint box at the site for clients to raise their concerns and also to
provide input on the desired quality of services in line with the Batho Pele principle of
Redress
5.2.4. Observing staff
It was observed that the majority of staff members at the site visited did not have their
name tags on, the only exception being those in police uniform. However, the staff
members were friendly and appeared to be knowledgeable in their responses.
5.2.5. Talking to staff
The inspection noted that the following are in good working condition:
telephones;
fax machine;
computers and equipment at the counters; and
printer
Staff members indicated that computers are sufficient but they need additional
printers.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 11
5.2.6. General observations
Water and sanitation: The inspection team observed that there are two water coolers
for use by clients. The team also noted that the toilet facilities are in good working
condition, including showers and the garage indicated that there are no reported
shortages of water.
Conducive working environment: Air conditioning or heating systems were in place
and officials did not indicate any challenges thereof.
Parking facilities and security: Parking was not adequate. The depot or garage is
opposite Lafarge Cement Company and they are also forced to use parking bays
meant for Lafarge cement clients. Security measures were provided at the site in the
form of a wall around the site as well as physical security at the main gate.
6. RECOMMENDATIONS
The following are the recommendations emanating from the inspection at the
Polokwane SAPS garage:
Announced inspections
The garage should develop own record of SAPS vehicles benefiting from the
services rendered to be able to quantify the demand for services and mechanical
repairs.
The garage should develop a communication plan to ensure stations are updated
of the progress of their vehicles at the garage. For example, developing a link to
the management system with computerized or automated message sent to the
respective stations at each step of processing.
The Department to speed up the process of appointing an additional electrician in
order to help ease the workload at the garage.
The garage together with the stations to develop a preventative maintenance plan
to avoid excessive expenses resulting from skipping services and reduce the
amount of mechanical repairs in the long term.
The Department to appoint a panel beater at the garage to augment the existing
expertise and reduce the use or reliance of or on external service providers.
The garage to fast-track the electrification of the identified space to ensure
increased space at the garage.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 12
Unannounced inspections
There is a need for proper signage at the main road intersections to ensure
accessibility
The garage to ensure that a dedicated official is available at the reception.
Batho Pele training to be provided to the front staff at the garage.
Services rendered at the garage should be displayed.
Adequate parking should be made available for visitors.
Customer satisfaction survey should be conducted.
Complaints or suggestion box should be provided and placed where the clients
could easily access and be encouraged to utilise them.
Business hours should be displayed.
All officials should be encouraged to wear name tags in order to promote uniformity
and consistency in line with Batho Pele Principles.
7. CONCLUSION
The inspection conducted at the Polokwane SAPS garage, in the Limpopo Province,
is one of the methodologies of reinforcing accountability in rendering public services.
This exercise is meant to observe and obtain firsthand information regarding service
delivery. It has established areas of improvements which need to be attended to
improve service delivery. During the inspection discussions were held between the
inspection team and the SAPS officials at the garage. The most important area of
improvement relates to the communication between the garage and the stations
regarding the progress of their vehicles. The PSC believes that the above
recommendations will assist the garage to improve service delivery and relations with
the recipient of the services rendered.
Report on a service delivery inspection at the Polokwane SAPS service garage -2015 Page 13
ACKNOWLEDGEMENT
The PSC would like to express its appreciation for the cooperation and support
provided by the Department of Safety, Security & Liaison, the Provincial SAPS office
and the SAPS management at the garage in preparation for the inspection and the
SAPS garage officials available on the day of the inspection.